Engagement Report

 

Following the successful merge of the Parkfield's Surgery, read the fill engagement report. 

Hollybrook Medical Centre proposes in June 2026 to move to one single patient registration list for all four sites. This means everyone from Parkfields Surgery would have their patient records and registration automatically transferred to Hollybrook Medical Centre, along with those at Sinfin Health Centre and Haven Medical Centre: Osmaston Road. As a result, Parkfields Surgery would no longer serve as a main site and instead become a branch location.

Current services and the proposed change 

Hollybrook Medical Centre operates across four sites: 

  • Hollybrook Medical Centre (main site) 
  • Sinfin Health Centre (branch site) 
  • Haven Medical Centre: Osmaston Road (branch site) 
  • Parkfields Surgery (main site) 

At present, there maintain two separate patient registration lists: 

  • Patients registered at Hollybrook Medical Centre, Sinfin Health Centre and Haven Medical Centre: Osmaston Road are on one list. 
  • Patients registered at Parkfields Surgery are on another list. 

Appointments are available at all sites from 8am to 6pm (not including enhanced access times). Reception closing times are 6.30pm. 

The proposal is an administrative change. Patients currently registered at Parkfields Surgery would have their main registration at Hollybrook Medical Centre. Parkfields Surgery would no longer serve as a main site and instead become a branch location. 

The practice has explained that currently staff must duplicate some tasks because there are two separate registration lists, which can also cause confusion for patients, carers, and families.  

They have also explained: 

  • Care will not change 
  • Patients can go to their preferred surgery site 
  • All sites will still have the same amount of appointments  
  • They will see the same doctors, nurses, and staff 
  • They will use the same phone number and online services to book appointments 
  • They will get the same high standard of care 
  • All branches will stay open 
  • There will be no reduction in appointments 

If agreed, on 17 June 2026 Parkfields Surgery would have their patient records and registration automatically transferred to Hollybrook Medical Centre. 

Engagement with Patients

The practice invited feedback so people could understand the proposal, ask questions and share any concerns before a decision is made.

Engagement included clear written information sent to patients and stakeholders explaining:

  • What is being proposed
  • Why the change is being considered
  • What it would mean for patients

Opportunities to give feedback by:

  • Via the website
  • Telephone
  • Speaking to practice staff

All engagement opportunities were publicised through the practice website and posters at practice sites. Healthwatch Derby and Healthwatch Derbyshire have been made aware of the proposed change and the engagement activities and asked to contribute any feedback.

Communications and accessibility

The practice took steps to make sure information was clear and accessible. This included:

  • Patient and stakeholder letters written in plain language
  • Information shared on the practice website
  • Posters displayed in surgeries
  • Clear contact details for people who wanted to ask questions or give feedback

Communications plan

A communications plan was developed to ensure that communication was widespread but also targeted across the patient population.

Letter to all patients by email and / or text

  • Key message: Letter explaining what/why and how to feedback
  • To who / where: All patients in Parkfields Surgery patient list 

Posters/Leaflet 

  • Key message: Designed to outline main points
  • To who / where: In all sites

Website

  • Key message: Website banner and associated information page with FAQs
  • To who / where: Website

Facebook (or adapt for Social Media)

  • Key message: Same version of poster to be added to FB page
  • To who / where: Facebook 

FAQs for patients

  • Key message: List of FAQs
  • To who / where: Practice websites, and printed copies to be available for patients to collect 

A physical letter to patients without digital access at Parkfields Surgery was considered as part of the engagement approach. Patient communication methods were reviewed, and it was decided that this was not needed, as alternative routes were already in place to reach these patients.

Engagement Feedback Log

All responses in the table below have been sent directly to the individual who raised the question, comment or concern.

Engagement Feedback Log

All responses in the table below have been sent directly to the individual who raised the question, comment or concern.

  • 6 March 2026 – Website
    • Comment, concern, query: Seems like the best option for the team as a whole. Can’t really see why any patients would oppose this has it doesn’t affect them directly.
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your feedback. We are pleased you are supportive of this change. The merger is intended to improve consistency and efficiency across the practice, and patient care will remain our priority throughout.
  • 12 March 2026 – Website
    • Comment, concern, query: I think this is a good change because there were concerns with communication between surgeries and admin tasks being inefficient. Hopefully this change will streamline and synchronise everything under one umbrella, making it easier for patients to get help. As long as the preferred site location isn't affected, I'm happy with this change.
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your positive response. You are right that improved communication and coordination between sites has been a key aim of this change. Your preferred site will not change, and we hope to see the improvements you have described.
  • 12 March 2026 – Website
    • Comment, concern, query: Absolutely ridiculous. I live literally two streets away from parkfields, it's why i registered there when i moved to Alvaston, i do not want, nor am i really easily able, to get to the other surgeries underneath the Hollybrook 'umbrella' as it is. I delay medical care BECAUSE i cannot get to these places, i can only get to Parkfields easily, any other practice, i have to get at least two buses, which is often not feasible depending on my health. The whole merge system is ridiculous. It should have stayed separate and not under a generalised Umbrella given how difficult it is to get SEEN already at Parkfields using the online system. I need to be able to call and talk to a human being, i absolutely HATE the online system and i only use it because i have no other choice. Please reconsider this whole merger system in general, it does not work. If i wanted to go to a doctor in Sinfin or Littleover, i would LIVE IN THOSE PLACES.... i want to be able to see a doctor where i live, everytime i want to book a doctor's appointment.
    • Sentiment of comment: Negative
    • Response or consideration from practice: Thank you for sharing your concerns in such detail. We want to reassure you that Parkfields Surgery is not closing, and you will continue to be registered and seen there. This is an administrative and IT merger and not a physical change to services. Appointments at Parkfields will continue as normal. We understand that transport is a significant issue for you and we want to be clear that you will not be required to attend another site.
  • 12 March 2026 – Website
    • Comment, concern, query: Not happy at the way I have been treated so far. Using the other sites is not convenient for me as I do not drive and can only go to Parkfields.
    • Sentiment of comment: Negative
    • Response or consideration from practice: Thank you for your feedback. We are sorry to hear you feel this way. Parkfields Surgery is not closing and you will continue to be seen there. The merger does not require you to travel to other sites. If you would like to discuss your concerns further, please do contact us directly.
  • 12 March 2026 – Website
    • Comment, concern, query: I think this will be a good move as it can get confusing
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your response. We are glad to hear you are supportive and hope the change will bring the clarity you mention.
  • 12 March 2026 – Website
    • Comment, concern, query: I think it is a good idea if no appointments etc are affected
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your feedback. Appointment arrangements will not be adversely affected by this administrative change. Your experience at Parkfields will continue as it is.
  • 12 March 2026 – Website
    • Comment, concern, query: I was wondering if that means I can go to other branches if my preferred branch is full or if one wishes to change preferred gp but not change medical provider (Hollybrook Medical Practice)?
    • Sentiment of comment: Neutral
    • Response or consideration from practice: Thank you for your question. Patients will be able to be seen at any of the Hollybrook sites, subject to appointment availability. If you would like to discuss changing your usual GP, please contact reception and we will be happy to help.
  • 12 March 2026 – Website
    • Comment, concern, query: Sounds like a great idea. My understanding was that it already operated in this way
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your positive feedback. You are right that some elements of the two sites have operated collaboratively for some time. This change formalises that arrangement and should make the experience more consistent for all patients.
  • 12 March 2026 – Website
    • Comment, concern, query: I'm in agreement that the merger will have a positive impact. Will patients still list parkfields surgery as their GP when having private prescriptions / services or will we have to list Hollybrook?
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your support and for your question. For private prescriptions and other external purposes, patients will continue to be listed under Hollybrook Medical Practice. If you need any further clarification, please do not hesitate to get in touch.
  • 13 March 2026 – Website
    • Comment, concern, query: Sounds sensible and practical, no perceived issues
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your response. We will continue to work to ensure the change is as straightforward as possible.
  • 13 March 2026 – Website
    • Comment, concern, query: I have Parkfield Surgery registered in all my children's schools and personal records as their Surgery. Would the proposed change require that I update these records to reflect Hollybrook Medical?
    • Sentiment of comment: Neutral
    • Response or consideration from practice: Thank you for your question. The registered practice name will move to Hollybrook Medical Practice. You do not need to update records held by schools urgently, but you may wish to do so over time. Please contact reception if you have any questions about this.
  • 13 March 2026 – Website
    • Comment, concern, query: Why are you accepting more registrations when already it can take 2 weeks for an appointment?
    • Sentiment of comment: Negative
    • Response or consideration from practice: Thank you for raising this. We are not planning a significant increase to our registered patient list as a direct result of this merger. Appointment capacity is something we keep under continuous review, and we understand the frustration when waiting times are longer than we would like.
  • 13 March 2026 – Website
    • Comment, concern, query: have no problem with merger most probably be a good thing
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your response. We hope this will prove to be a straightforward and positive change.
  • 13 March 2026 – Website
    • Comment, concern, query: I honestly dont feal confortable with health records moving away from parkfeilds. And to be fair we dont have regular doctors anymore jthey are all locums so i cant discuss my mental health But overall its gone downhill since all the surgerys merged a couple of years back
    • Sentiment of comment: Negative
    • Response or consideration from practice: Thank you for your feedback. We want to reassure you that this is an administrative change to how our systems are set up and does not affect how, when or where your care is provided. Your medical notes are not moving to another practice. All relevant clinical staff already have access to patient records and this will not change. If you have any further questions or concerns, please do contact us and we will be happy to help.
  • 13 March 2026 – Website
    • Comment, concern, query: Merging the two systems makes good sense & can't see any problems.
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your response. We are glad this makes sense to you.
  • 13 March 2026 – Face to face
    • Comment, concern, query: Think it is very good idea, make things more flexible
    • Sentiment of comment: Positive
    • Response or consideration from practice: Thank you for your positive feedback. We hope this change will deliver the flexibility you have described.
  • 13 March 2026 – Website
    • Comment, concern, query: I strongly object to Hollybrook having access to my medical records. In past dealings with that surgery I have found them impossible to contact when I have had a problem. They have messed up my medical records on multiple occasions, made stupid suggestions that I travel to other surgeries that are not a walkable distance from me, and basically I would not trust them to organize a bottle party at a brewery. The staff at Parkfields on the other hand are approachable, knowlegeable and helpful, even though the new telephone system means you cannot phone with a query, at least I can pop into the surgery and sort out any problems. I am very satisfied with Parkfields as my registered surgery and have no wish to deal with the incompetants at Hollybrook.
    • Sentiment of comment: Negative
    • Response or consideration from practice: Thank you for your detailed feedback. We are sorry to hear of the difficulties you have experienced in the past. We want to reassure you that your records will remain secure and that patient safety and data integrity are our highest priorities. The staff at Parkfields will remain part of the team and will continue to be available to you. If you would like to speak to the practice manager directly regarding your concerns, please do contact us.
  • 16 March 2026 – Website
    • Comment, concern, query: Hello. Comment is simply it would have been better to simply email or publish the information on a Website. The method used is awful and unnecessarily complicated. Those who are not very technical would struggle to access the information and fret. Thanks.
    • Sentiment of comment: Negative
    • Response or consideration from practice: Thank you for your feedback. We appreciate that the method of communication did not work for everyone and we take note of this for future engagements. We aim to make information as accessible as possible and will continue to review how we reach all of our patients.
  • 17 March 2026 – Email
    • Comment, concern, query: Hello I've just received a text message containing a document/letter about the change to Parkfields moving to Hollybrook for me and my two children. My main concern is I am partially sighted And really struggled to Access and read the communication. to make this accessible for me, I would prefer printed letter in large print. And make to appointments I will need a phone number as it's a difficult for me to go to the surgery and I cannot do it online. This will obviously include anything regarding my children as well as myself.
    • Sentiment of comment: Negative
    • Response or consideration from practice: Thank you, XXXX, for letting us know. We are very sorry that the format of our communication created difficulty for you. We have noted that you require large print correspondence sent by post, and this will be applied to future communications for you and your children. Please contact us directly and we will ensure that any queries or appointments are handled by telephone.
  • 23 March 2026 – Face to face
    • Comment, concern, query: From Heatherton House - I would prefer that medical notes stay at Parkfields. By moving back room staff already up to Heatherton, it sounds to me decision already taken so why ask patients to give feedback
    • Sentiment of comment: Negative
    • Response or consideration from practice: Thank you for your feedback. We want to reassure you that this consultation process is genuine and that all patient responses are being logged and considered. Decisions regarding staffing and operational arrangements are separate from questions relating to patient record management, which remains under review.
  • Additional Note
    • Information: This was an engagement and information exercise, not a formal consultation. In the response above the term ‘consultation’ was used to reflect the individual’s wording. Patients are being informed and given the opportunity to ask questions or raise any concerns.

Published: Jun 23, 2026